Job Snapshot

About Us

Quest Diagnostics empowers people to take action to improve health outcomes. Derived from the world's largest database of clinical lab results, our diagnostic insights reveal new avenues to identify and treat disease, inspire healthy behaviors and improve health care management. Quest annually serves one in three adult Americans and half the physicians and hospitals in the United States, and our 46,000 employees understand that, in the right hands and with the right context, our diagnostic insights can inspire actions that transform lives.

Job Description

Rep PS IV (Phleb) -Group Lead- Austin, Texas -

Go the extra mile. Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.

In Patient Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Patient Service roles are tremendously important – it is a patient-focused role where it is essential to remember that there is a life and person behind every test tube. Your skills are critical, as is your ability to work with the patients. The role is varied and offers a developing career in Phlebotomy due to the scale and reach of Quest. You can grow and improve your skills in a fast-moving, supportive team environment. Most importantly, you can help us make a real difference.

Job Summary

The Patient Service Representative IV – Group Lead (PSR IV – Group Lead) represents the face of our company to patients who come to Quest Diagnostics, both as part of their health routine or for insights into life-defining health decisions. The PSR IV must have a deep understanding and knowledge of established practices and procedures and creates an atmosphere of trust and confidence to our patients, customers, clients and internal leadership. The PSR IV must ensure that daily work of the Patient Service Center/Mobile/Long Term Care/In-Office Phlebotomy is completed accurately and on time. The PSR IV is also responsible in providing the Supervisor or Functional Patient Services Manager with Patient, Client, Field, Compliance, Training, Metrics and Administrative support as needed in the Patient Service Region. The PSR IV must function as a backup to the Patient Services Supervisor and carry out duties and responsibilities in his/her absence.

The PSR IV demonstrates Quest Leadership Behaviors while focusing on process excellence skills and sensitivity to confidentiality and accuracy to patient information. This role is held accountable for Patient Service Center (PSC) and/or In-Office Phlebotomy (IOP) activity in the territory, including opening and closing both PSCs and IOP locations. Successful applicants may be assigned to work and direct daily activity in a doctor's office, a patient service center, in a house call environment, long term care or as business needs dictate. Will be required to act as a coach, mentor, instructor, and resource advisor for new employees and provide effective onboarding services to new clients. They will also act as a point of contact to staff in the region and provide regular input to the Supervisor or Functional Patient Service Manager. In addition, the PSR IV must portray leadership capabilities and a higher level of customer facing skills including; verbal and written communications, problem solving, and collaboration with multiple functions, such as: Sales, Laboratory Testing Services, IT connectivity, Billing, and Logistics due to their specialty and or complex test orders. The PSR IV must be capable of handling multiple priorities in a high volume setting.

Job Accountabilities (Responsibilities)

Collect specimens according to established procedures. This includes, but not limited to: drug screens, biometric screening and insurance exams.

Administer oral solutions according to established training.

Research test/client information and confirm and verify all written and electronic orders by utilizing lab technology systems or directory of services.

Responsible for completing all data entry requirements accurately including data entry of patient registration; entry of test order from requisition or pulling order from database; managing Standing Orders.

Enter billing information and collect payments when required, including the safeguarding of assets and credit card information.

Must be able to make decisions based on established procedures and exercise good judgment.

Must have reliable transportation, valid driver license, and clean driving record, if applicable.

Travel and flexible hours required to work multiple locations and required to cover at Patient Service Center/Mobile/Long Term Care/In-Office Phlebotomy locations with minimal notice.

Capable of handling multiple priorities in a high volume setting.

Must demonstrate superior customer focus; ability to communicate openly and transparently with peers, supervisors and patients; ability to accelerate and embrace change throughout Quest; and knowledge of our business.

Physical Requirements

Lift light to moderately heavy objects. The normal performance of duties may require lifting and carrying objects. Objects in the weight range of 1 to 15 pounds are lifted and carried frequently; objects in the weight range of 16 to 25 pounds are lifted and carried occasionally and objects in the weight range of 26 to 40 pounds are seldom lifted and carried. Objects exceeding 41 pounds are not to be lifted or carried without assistance.

Must be able to sit or stand for long periods of time; requires long hours of eye and hand coordination.

Must be able to perform repetitive tasks with dominant hand frequently to constantly throughout the day.

Position requires travel.

Extensive use of phone and PC.

Fine dexterity with hands/steadiness.

Talking.

Walking.

Balancing.

Bending/kneeling.

Pushing/pulling.

Reaching/twisting.

[All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. All duties and requirements are essential job functions.]